Jumia online retail shop which has pride itself as the best online shop
with many undeserved award demonstrated one of their poor customer
service recently. On the 12/12/14 which was their splash sale sold most
of their products on a slash price and I bought two product from them
that day, one being an iphone 52 and BlackBerry Q10, after some minutes I
got a call from their customer agent that I have to cancel one order so
that another person can benefit from the slash sale, I said ok and
cancel the iphone 5s.
From my details (order number 304465726) they have my delivery address
and my contact number, their delivery period takes 3-8 working days, on
the fourth day I called their customer care line (01-4604400) one of
their call agent by name Emeka told me that the order has being shipped
that I will get the delivery soon.
This got repeated for the next three days, surprisingly on Friday being
19/12/14 I got a mail that my order has being cancel due to failed
delivery attempts by their dispatch riders. When I sent a mail to them I
still got same reply, when I called their customer line again, one Miss
Lydia picked it and told me that there is nothing they can do, so I
demanded that I speak with their senior supervisor she LIED to me that
they are having a meeting by 12:45 PM on a Monday afternoon, after ten
minutes I called again another person picked and I told her that I want
to speak to a senior supervisor and the call was transferred to Ifeoma
who I believe is a senior call rep.
When I detailed my story to her that at no time did any of their
dispatch rider came to my office, she volunteered to look into the
matter, by 3.50 that same day she called me back and told me that she
has traced the dispatch rider and the man said that he came to my office
and saw me and i told him that I no longer want the product (she
herself told me that she knows that the dispatch rider is lying) and at
no time was there any attempt made to deliver the order to my office, so
I asked her that I want to come and see the dispatch rider she told me
that it hasn’t gotten to this that she will still give me a call back
this morning saying that any order cancelled can not be delivered again
that I should go online and reorder again. As at the time of this report
I have called Jumia customer care line for God knows how many times
with no good response from them. Yet this is a company that prides
themselves as the First online retail shop in Nigeria. I strongly
believe that I am not the only victim that has gone through this ugly
experience.
....aggrieved customer - Arinze
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